- Company Name
- Inlera, Inc.
- Job Title
- Director of Customer Success
- Job Description
-
**Job Title:** Director of Customer Success
**Role Summary**
Oversee the complete customer support lifecycle, scaling operations to support a 50‑person Customer Success Operations team. Lead and develop 6+ direct managers, define roles, responsibilities, and KPIs, and provide coaching and mentorship to ensure high performance, stability, and growth. Work cross‑functionally with Sales, Product, and Marketing to align processes and platforms, champion the customer voice, and continuously enhance customer experience and retention.
**Expectations**
- Manage a 50‑person ops team through onboarding, training, support, and retention.
- Define and implement clear roles, responsibilities, and performance metrics.
- Coach and mentor staff, fostering engagement, confidence, and career growth.
- Drive initiatives that improve customer experience, streamline operations, and enable scalability.
- Own and evolve customer health metrics (CSAT, retention, churn) aligned with business goals.
- Partner with executive leadership and cross‑functional teams to ensure cohesive, customer‑centric delivery.
**Key Responsibilities**
- Lead and scale Customer Success Operations, ensuring efficient and reliable service delivery.
- Design and implement role definitions, KPIs, and processes that enhance clarity and accountability.
- Provide coaching, performance management, and development programs for managers and staff.
- Develop and launch customer experience improvement initiatives.
- Own customer health metrics, analyze trends, and report insights to senior leadership.
- Collaborate with Sales, Product, and Marketing to align strategies and improve the customer journey.
- Ensure operational excellence through continuous process improvement and data‑driven decision making.
**Required Skills**
- Proven people‑management experience (leadership of ≥20 people).
- Strong operational and process‑design expertise.
- Coaching and mentoring skills with ability to develop high‑performance teams.
- Cross‑functional collaboration (Sales, Product, Marketing).
- Analytical mindset; experience with CSAT, retention, churn, and other customer health metrics.
- Excellent communication and stakeholder‑management abilities.
- Customer‑centric mentality with empathy and commitment to positive outcomes.
**Required Education & Certifications**
- Bachelor’s degree in Business, Marketing, Communications, or related field.
- 8–10 years of progressive Customer Success or Client Services leadership experience.
- Relevant certifications (e.g., Certified Customer Success Manager, PMP, or equivalent) preferred.